Delivery and Returns
Delivery rates and lead times
Purchase of full boxes only, please allow for 10% additional to cover cuts and spares. Our delivery rates are based on the size and weight of your order and your location. Delivery is normally within 2-3 working days, for stocked items, unless stated or informed otherwise, for example delivery for DESSO carpet tiles is within 4 – 5 days and some LVT products can be within 7 – 10 days. Next day delivery service is available, please enquire for options and prices.
On order we will check delivery times and advise if any different. All products are available for delivery to mainland UK residents and businesses. We can ship to the Scottish Isles, Northern Ireland, Republic of Ireland, Isles of Scilly, Isle of Man and Isle of Wight, and if you are located in these areas, please contact us for prices and options.
On occasion delivery may be affected by factors outside our control and are not guaranteed. We will keep you informed on any unexpected delays which could mean rescheduling or cancelling under exceptional circumstances.
It is advisable to wait until your goods have been delivered and checked before booking your fitter.
If you require an update on your delivery time feel free to contact us.
Standard delivery rates for UK mainland customers:
England, Wales and parts of Scotland
Please note that some of our flooring brands charge special delivery fees based on smaller order quantities. Some charge for residential deliveries too. Please enquire before ordering if you are not sure. We will endeavour to add relevant details to the product pages for your information.
There may be circumstances where an additional fee for some deliveries is applied. This could be if we incur additional cost for handling goods, and the cost isn’t covered by our normal charges. We will advise you if there is an additional fee to pay to give you the option to proceed with your order or change your mind.
Flooring orders from multiple manufacturers where small delivery charges apply – we may need to pass on these charges. Tel 0345 121 1234 to discuss before placing an order.
| 1-2 boxes carpet tiles | £13.50 |
| 3-4 boxes carpet tiles | £19.50 |
| 5-6 boxes carpet tiles | £25.00 |
| 7-12 boxes carpet tiles | £36.00 |
| 13-24 boxes carpet tiles | £48.00 |
| 25+ boxes tiles | £58.50 |
| LVT/Laminate 1-3 packs | £37.00 |
| LVT/Laminate 4+ packs | £46.00 |
| Accessories including Smoothing Compounds and Adhesives 5kg and under 1-2 items | £12.00 |
| Accessories including Smoothing Compounds and Adhesives over 5kg and up to 12kg 1-2 items | £20.00 |
| Accessories including Smoothing Compounds and Adhesives over 12kg 1-2 items | £37.00 |
| Accessories including Smoothing Compounds and Adhesives 4+ items any weight | £46.50 |
Delivery Process
- We recommend waiting until all goods are received and checked before booking fitters for the flooring. We cannot be held responsible for any losses due to delay. On receipt of your order and credit card payment, you will receive an order confirmation and invoice. When your order is ready for delivery, you will receive an email notification. Our dispatch team will try and reach out to you by phone if you have left a daytime telephone number. You will receive another notification when the goods have been dispatched to confirm the delivery date and provide some advice.
- Please contact us on sales@cvtdirect.co.uk or on 0345 121 1234.
Package Delivery
Delivery of samples and products in loose packages will be delivered to you normally within 2-3 working days or sooner. Some sample ranges may take longer and we will keep you informed.
Pallet Delivery
Pallets are delivered to the kerbside at the customer’s property, normally within 2-3 days. It is your responsibility to be available to sign for the goods and transfer packages and boxes from the pallet to the interior of your property. The driver will not normally carry boxes past the entrance threshold to other parts of the building or other floors.
Depending on the goods ordered, a pallet truck or lifting equipment may also be required at your site.
Goods must be signed for by a person over the age of 18. Goods will normally be delivered between 0700 and 1800 hours. We will try to advise you if different. If you require a specific delivery slot, eg morning or afternoon, this needs to be stated at order stage but this may incur an additional fee.
If the you know of any parking restrictions, please make these known to us at the time of ordering to avoid any parking penalties. If you instruct the driver to park in a manner that results in a parking penalty, you will be responsible for payment of any fine.
If a delivery is attempted and the driver is unable to gain vehicular access or you are not present to sign for the goods, you will be liable for any re-delivery costs incurred. Any re-delivery costs are required to be paid to ourselves prior to arranging a redelivery with the delivery firm.
Delivery to residential customers – we will attempt to deliver to a residential address, however if the manufacturer cannot deliver due to logistical or other reasons, we will contact you to discuss options which may include a slightly longer lead time and an additional delivery fee. We will discuss options with you or arrange to cancel and refund your order.
Returns and Cancellations
Note: Any goods being returned must be unopened (full boxes) and undamaged.
Cancellation by domestic customers: You have the right to change your mind and cancel an order up to 14 days after receiving your goods. If your order has been delivered in multiple deliveries, then your rights extend to 14 days after the last delivery. This applies to all products on our website but excludes any products that are produced to your specification.
After 14 days of notification of cancellation, we can refund or exchange your goods, we regret that we must charge a collection and restocking fee (the fee depends on the product and location – we are charged this by our suppliers). The fee is deducted from your invoice on the safe return of the goods. We are unable to accept returns later than 28 days from the date the goods were received.
Cancellation by business customers: Within and after 14 days – we regret that we must charge a collection and restocking fee (the fee depends on the product – we are charged this by our suppliers). The fee is deducted from your invoice on the safe return of the goods. We are unable to accept returns later than 28 days from the date the goods were received.
Cancellation of orders must be made in writing by email to sales@cvtdirect.co.uk or by post to Carpet Vinyl Tiles Direct Ltd, 34-36 Upper Brook Street, Stockport, Great Manchester SK1 3BP. You can notify us of your request by phone on 0345 121 1234.
If cancellation occurs after delivery of goods, then a collection and restocking fee will be deducted from your refund. The collection fee is the refund cost of the original delivery plus a handling charge of £20.00. Some manufacturers may impose their own handling charge or restocking fee, to be advised on enquiry. In addition, some manufacturers cannot accept restocking due to the location of some plants. Please ask for details.
If a special delivery service was requested for the original delivery, then the refund value for delivery will be the basic delivery charge.
We will arrange collection of the goods on your behalf on a day that is convenient after your email/letter of cancellation. If you miss the arranged collection, a further collection fee at the same rate as the first collection will be applicable. If the second collection attempt is missed, then you will be responsible for returning the goods back to us within 14 days of your notice of cancellation at your own expense before we can provide a refund. The two collection charges will be deducted from your refund.
Goods must be returned unopened (full boxes) and undamaged.
This cancellation policy does not affect your rights when we are at fault – for example, if goods are faulty. In case of this please contact us on sales@cvtdirect.co.uk or on 0345 121 1234.
If you want to enquire about returns after 28 days, please send in a request and we will advise on a case by case basis but cannot guarantee returns/refunds after this date.
Steps for returning your goods
- -Contact us on sales@cvtdirect.co.uk and provide details. We will provide a digital form for completion.
If you prefer, you can send your request by post to Carpet Vinyl Tiles Direct Ltd, 34-36 Upper Brook Street, Stockport, Great Manchester SK1 3BP. - -We will supply a returns reference number and confirm receipt of your request.
- -Once your return is approved, we will arrange for return of the goods and advise.
- -Once the goods are returned we will confirm receipt.
- -Goods will be checked and the refund process will start.
- -We will keep you informed.
Promotional Offers – please refer to Terms and Conditions
Links
Carpet Vinyl Tiles Direct Ltd,
34-36 Upper Brook Street,
Stockport,
Great Manchester SK1 3BP
sales@cvtdirect.co.uk
Tel: 0345 121 1234
www.cvtdirect.co.uk
Company Reg No 14779118
VAT GB 442 4063 23
Updated 2/5/24
